Exchange

I want into the woolworths store in Addeley street Cape Town to exchange two items for a Micky mouse hoodie, unfortunately I lost my proof of purchase, I was than advised that they would not be able to process an exchange for me, because I didn't have a receipt. However the return policy says"one is able to return /exchange items within 60 days if the items are within suitable condition. So now I fail to understand as to why they actually refused to exchange the items for me. I am truly disappointed in the level of service I have received at the store. Owww not to forget, to be told that I had to go to the actual store where I bought the items to get the items exchanged, such pathetic service.